Collaboration and Mobility within Government

Francis Hook
Regional Manager
IDC East Africa
Connected Government Summit – 30 March 2010

Copyright 2009 IDC. Reproduction is forbidden unless authorized. All rights reserved.
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© 2010 IDC 2
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© 2010 IDC 6
Priorities of Heads of IT in Govt
(Kenya)
Your Views
How urgent would you rate each of the following
improvements that may be needed in your IT organization?

1. Improving integrated access to relevant

information/data

2. Improving security of information &

information systems

3. Align prioritization of IT projects with

organization strategy priorities

4. Have proven data privacy protection

© 2010 IDC Source: IT in Govt Roadshow 2009-2010, Nairobi 7 7

Priorities of CIO’s/Heads of IT in Govt (Kenya)
Your Views (Contd.)
How urgent would you rate each of the following
improvements that may be needed in your IT organization?

5. Improving real-time monitoring of

performance

6. Improving quality of skills in IT dept.

7. Lowering cost of IT Services

8. Ensuring regulatory compliance

© 2010 IDC Source: IT in Govt Roadshow 2009-2010, Nairobi 8 8

Government Strategies Around ICT
Development and Adoption
Support Create Improve Citizen
Domestic International Services
Demand Competitiveness

• Tax incentives • Attracting FDI through • Education Infrastructure

• Subsidies on purchases grants and subsidies Improvements
• Workforce skills upgrade • Healthcare
• Job creation programs
• Industry skills upgrade improvements
• “Shovel-ready” projects
• eGovernment Projects
• Capacity Building Pgms
• G2B & G2C services

© 2010 IDC 9
Cooperation for Modernization
The key challenge for the new business model

Creating centers of excellence (i.e. shared services

Sharing processes center) that deliver services on behalf of multiple
government agencies

Joining up information flows and basis of data across

Sharing information levels of government, front and back office, siloes of
activities

Leveraging consolidation, and virtualization to free-up

Sharing IT solutions resources for innovation and SOA to re-use services
across application siloes

© 2010 IDC 10
Emergence of Different Business Models
Enabling Resilient Transformation

Streamlined Continuous
integrated innovation and
processes with built in Integrated management of improvement
flexibility and organizational resources activity
adaptability

Cost-effective delivery
of services based on
Shared resources and shared infrastructures
Resilience

knowledge among
different levels and type
of administrative
entities

Hierarchical Automation of
isolated G-to-C, G-to-B,
activities Specific solutions to
manage specific B-to-G interactions
activities

Internally Focused Transformation Externally Focused

© 2010 IDC 11
Food for thought….

• Ministry/Department level approaches do not work (well):

 duplication/resource wastage (capital costs, implementation
time, skills needed, hardware used, etc).

 Lost opportunity for a “single view” (dashboard) through discrete

systems.
• Key factors for consideration in a connected government
include:
 Technical - Interoperability of systems

 Administrative – collaboration between ministries/departments

 Security, Storage, Accessibility

© 2010 IDC 12
 Joining Up Channels, Silos, Levels of
Government……

End-user interface

Case workflows and records

Back office operations

EU
Central government

Regions / States

Provinces, municipalities, districts, etc.

Public Magistrate Probation Prison Social

Integrated Criminal Justice Police Forensic
Prosecution Courts office Service Services

ts t i ty n m s n
n n e r
fo eme
y me ide gem
pa na t n ag
m a ma t
© 2010 IDC 13
What about mobility?
• Any-where, any-time access to records, reports, etc for
real-time decision making
• Real-time voice-communication with other field and office
workers
• Localization

• Less time spent in the office filling administrative forms,

more time spent in the field serving citizens!

© 2010 IDC 14
 Laptop Are the Favored Access
Device, But Handhelds Are on the Rise
Which types of user devices are currently being used, or will be used to access / transact corporate
resources or services in a mobile or wireless environment?

Laptop 85
% of respondents

Mobile phone 63

Pocket-PC-based
60
PDA

Blackberry 51 2007

Industry specific
44
KENYA (2010)
device
+3 million internet users*
Palm-based PDA 41
+18 million mobile subscribers
*including
*including mobile
mobile internet
internet
Smartphone 39

0 25 50 75 100
Source: IDC-Government Insights IS manager survey 2007
prelimiary results

© 2010 IDC 15
Mobile Solutions Will Benefit Multiple
Government Programs
Police
Patrol-to-patrol and patrol-to-command communication
Access to criminal, vehicles, etc. records and reports
Localization and route planning
Public safety
Patrol-to-patrol and patrol-to-command communication
Access to fire, flood,…emergency reports
Localization and route planning
Social services
Communication with offices and citizens
Access to child, family, elderly, etc. cases, records and reports
Graphic with areas of apps
Localization and appointment scheduling
Road, housing, environmental management
Communication among team of workers
Access to planning, construction, and maintenance records
Localization and service scheduling
© 2010 IDC 16
Case Studies: Police Investigation
• The North Wales Police aimed to extend its Records Management
System to officers in the field to achieve three aims:
 Keep officers on the streets for more of their shifts

 Reduce travel time to/from the station for checking records and filling in
reports
 Improve policing by providing the necessary information where it is
needed when it can make a difference
• In pilot program, deployed mobile access to the RMS over 300
BlackBerrys and saw immediate results
 Extra time on the streets—nearly a half hour per shift for beat cops;
twice that for those in cars
 Savings of 29,000 productive hours, or GBP636,000

 Improved policing–higher police visibility and crime-solving rates

© 2010 IDC 17
Case Studies: Enforcing Local Parking
• Vienna

 650,000 registered drivers in Vienna

 Any of 126,000 short-term parking spaces can be paid through mobile phones

 48,000 users one year after launch

 Local police inspectors check payments through mobile devices

• Amsterdam

 RFID tags are under the front window pane of cars authorized to park in restricted access zones in Amsterdam

 Parking inspectors read the tags through RFID reader equipped handhelds

 Car identifiers are checked against a local database; when necessary, inspector prints the ticket from his
handheld

 Local data including issued ticket get synchronized with server

• Istanbul

 Municipality of Pendik, Istanbul, has deployed RFID tags on employee cars to control parking in employee lots

 Improves security

 Enables easy payment

© 2010 IDC 18
Case Studies: Social Services
• Barnet Council’s (UK) Children’s Service has 270 social
workers in the field
• The service needed a mobile solution to eliminate the need
for an administrator to make manual diary entries on paper,
field phone calls, and monitor incoming email
communication
• The deployment of mobile solutions was able to achieve net
savings of £380,000 due to increased efficiency in:
 Scheduling appointments

 Sending and receiving email and view attached documents

 Accessing data to prepare court appearances

© 2010 IDC 19
A Few Concerns Must Be Taken into
Account

Why is your organization currently not using or not considering a mobile solution?

% of respondents
Security concerns

69

Not part of the organization's 66 Lack of project funding

strategy
58

58
65

Difficulty around different

Hard to demonstrate ROI
Note: respondents = 10 standards
Source: IDC-Government Insights IS manager survey,
preliminary results

© 2010 IDC 20
How to Leverage Mobile Solutions in
Government
• Mobile solutions must be part of joined up service delivery modernization
programs
• Security and interoperability are paramount
• Thorough business case must be built to ensure finance and users’ buy-
in; ROI KPIs cannot be only finance-related

 Real-time decision making

 Efficiency of scheduling and reporting of activities

 Quality of reporting (reduced mistakes)

 Time dedicated to field work vs. office / administrative work

• Consider use of USSD and SMS based govt applications to address the
low penetration of smartphones/PDAs/WAP enabled devices.

© 2010 IDC 21
Thank you!

For questions or comments,

please contact:

Francis Hook
+254 20 234 5581
fhook@idc.com

© 2010 IDC 22